Our performance
We are committed to providing an excellent service to our customers, colleagues and stakeholders.
As we bring our organisations together, Chime Housing will continue to measure and analyse our performance to ensure we achieve our strategic objectives and deliver for customers.
Thrive Homes and Watford Community Housing have previously measured this through the following reports:
Annual Report for Tenants
Tenant Satisfaction Measures
Complaints Performance & Service Improvements
Housing Ombudsman Self Assessments
Annual Financial Statements & Value for Money
Environmental, Social, Governance (ESG) Report
Strategic Framework: Foundations for Growth
You can find out more about each organisation’s performance before merging on 1 June 2026 below.
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You can read each organisation’s Tenant Satisfaction Measures score for 2025/26 here:
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Our 2025/26 reports relate to the period before the merger of Thrive Homes and Watford Community Housing and therefore reflect the complaint handling performance of the two organisations separately during that time. From next year, reports will be published under Chime Housing and will include information from both legacy organisations, providing a combined view of how customer feedback and complaints are helping us improve services for all customers.
Below, you can find the Complaints Performance and Service Improvement Report as well as the Housing Ombudsman Self- Assessment for each legacy organisation:
Now that we have merged, our new self-assessment for Chime Housing can be found here:
Chime Housing – Self-assessment